Client Service Manager

Echospec Limited is looking for a Client Service Manager to join our team.

Title: Client Service Manager

Pay: Hourly $35 - $42

Region: Bay of Plenty

Minimum Weekly Hours: 30

Key Responsibilities:

• Develop and maintain strong relationships with commercial, industrial, and residential clients to ensure high levels of customer satisfaction and long-term retention.
• Manage a portfolio of client accounts and act as the primary point of contact for client service matters.
• Oversee service delivery across multiple client sites to ensure contractual obligations and service standards are consistently achieved.
• Conduct regular client meetings, service reviews, and site inspections to assess service quality and identify opportunities for improvement.
• Monitor customer satisfaction, service performance, and client feedback to maintain service excellence.
• Investigate and resolve escalated customer complaints, service issues, and client concerns in a timely and professional manner.
• Work closely with Supervisors, employees, and subcontractors to ensure efficient and effective service delivery.
• Coordinate communication between clients and operational teams to ensure customer requirements are clearly understood and met.
• Monitor service quality standards and implement corrective actions where required.
• Review service performance reports, audits, and client feedback to identify trends and opportunities for continuous improvement.
• Develop and implement customer service policies, procedures, and quality assurance initiatives.
• Lead customer retention initiatives and develop strategies to strengthen long-term client relationships.
• Manage contract performance and support contract renewal negotiations with existing clients.
• Identify opportunities to expand services within existing client accounts and contribute to business growth objectives.
• Assist in preparing service proposals, quotations, and recommendations for prospective and existing clients.
• Support the growth and development of subcontractors and service providers by providing guidance on customer service expectations and service standards.
• Monitor key performance indicators relating to customer satisfaction, contract retention, and service quality.
• Prepare management reports on client satisfaction, service delivery performance, customer retention, and operational improvements.
• Analyse customer and service data to support decision-making and service improvement initiatives.
• Ensure service delivery activities comply with contractual requirements, company policies, health and safety obligations, and industry standards.
• Contribute to strategic planning and business development initiatives aimed at improving customer experience and supporting company growth.
• Foster a customer-focused culture throughout the organisation by promoting professionalism, accountability, and service excellence.
• Work closely with senior management to align customer service objectives with organisational goals and operational requirements.
• Develop and maintain strong relationships with commercial, industrial, and residential clients to ensure high levels of customer satisfaction and long-term retention.
• Manage a portfolio of client accounts and act as the primary point of contact for client service matters.
• Oversee service delivery across multiple client sites to ensure contractual obligations and service standards are consistently achieved.
• Conduct regular client meetings, service reviews, and site inspections to assess service quality and identify opportunities for improvement.
• Monitor customer satisfaction, service performance, and client feedback to maintain service excellence.
• Investigate and resolve escalated customer complaints, service issues, and client concerns in a timely and professional manner.
• Work closely with Supervisors, employees, and subcontractors to ensure efficient and effective service delivery.
• Coordinate communication between clients and operational teams to ensure customer requirements are clearly understood and met.
• Monitor service quality standards and implement corrective actions where required.
• Review service performance reports, audits, and client feedback to identify trends and opportunities for continuous improvement.
• Develop and implement customer service policies, procedures, and quality assurance initiatives.
• Lead customer retention initiatives and develop strategies to strengthen long-term client relationships.
• Manage contract performance and support contract renewal negotiations with existing clients.
• Identify opportunities to expand services within existing client accounts and contribute to business growth objectives.
• Assist in preparing service proposals, quotations, and recommendations for prospective and existing clients.
• Support the growth and development of subcontractors and service providers by providing guidance on customer service expectations and service standards.
• Monitor key performance indicators relating to customer satisfaction, contract retention, and service quality.
• Prepare management reports on client satisfaction, service delivery performance, customer retention, and operational improvements.
• Analyse customer and service data to support decision-making and service improvement initiatives.
• Ensure service delivery activities comply with contractual requirements, company policies, health and safety obligations, and industry standards.
• Contribute to strategic planning and business development initiatives aimed at improving customer experience and supporting company growth.
• Foster a customer-focused culture throughout the organisation by promoting professionalism, accountability, and service excellence.
• Work closely with senior management to align customer service objectives with organisational goals and operational requirements.

Requirements:

• 2 years experience or level 4 qualifications.

How to apply:

Apply online or send your CV in email to tom@supaclean.co.nz